Hierarchy of conversational rule violations involving utterance-based augmentative and alternative communication...

This study examined the effects of using messages with conversational rule violations on attitudes toward people who used utterance-based augmentative and alternative communication (AAC) systems in transactional interactions. Specifically, the ratings were compared across messages with relevance, informativeness, and brevity violations, when latency remained constant (i.e., short). The 96 participating sales clerks viewed scripted, videotaped bookstore conversations and completed an attitude questionnaire. Results indicated that the prestored message with repeated words/phrases was rated the highest, followed by the message with excessive information; next was the message with inadequate information, followed by the message with partly relevant information. The findings may be useful to those using utterance-based systems when making message choices during interactions with service providers. Technological implications point to the development of schema/script-based systems and intelligent editing.